Analyst, Customer Service

Rag & Bone; London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A fashion brand based in London is seeking a Wholesale Customer Service Analyst. You will oversee order management from upload to invoicing, ensuring effective communication among logistics, sales, and retail partners. The ideal candidate should possess strong communication skills, analytical abilities, and be detail-oriented. This role offers a dynamic environment and various benefits including a clothing allowance and generous employee discount.

Benefits

Paid Time Off

Clothing Allowance

Generous Employee Discount

Paid Parental Leave

Access to wellness benefits

Qualifications

• Strong computer skills are required.
• Must thrive in a fast-paced environment.
• High level of professionalism is necessary.

Responsibilities

• Monitor order flow from upload to invoicing.
• Liaise with Wholesale Sales teams to optimize strategy.
• Compile EDI orders and communicate with retail partners.

Skills

Detail oriented

Excellent communication skills

Strong analytical skills

Problem-solving skills

Intermediate Excel skills

Education

Bachelor’s degree

Tools

Microsoft D365

NuOrder

EDI Order Management

Job description

About rag & bone

From our origins in New York in 2002, rag & bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream.

We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag & bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process, and collaboration for a more equitable future.

Job Summary

Based in our London corporate office, the Wholesale Customer Service Analyst oversees the global operational support to the Wholesale business of rag and bone. The candidate will ensure flow of information starting with order entry to invoicing. The Customer Service Team oversees priorities, order management, invoicing, return authorizations, as well as, meeting financial forecasts. This individual will serve as a liaison amongst communications with Logistics, Sales, external Buying offices, Finance and Third-Party Logistics Distribution Center directly reporting to the Director of Customer Service, Wholesale.

Responsibilities

• Monitor and compile all necessary information outlining the lifespan of an order from initial order upload to invoicing for rag and bone Wholesale Sales teams and Retail partners
• Partner with the Wholesale Sales teams to optimize the flow of the Wholesale business strategy by region
• Liaise between Wholesale Sales teams and Logistics to monitor supply dates identifying any delays or risk in order fulfillment
• Compile and communicate all necessary information needed to upload EDI orders with Wholesale Retail partners, regarding seasonal buys, pricing, delivery, and resolution of discrepancies
• Maintain strong partnerships with major and specialty retailers globally
• Validate EDI transmissions vs. booked orders
• Analyze potential shortfall and shift in fulfillment from our various 3PLs
• Update shipping reports according to templates defined by Sales team
• Ensure deliveries are met within the designated shipping window provided by Sales team
• Manage order release according to delivery windows, thresholds, and prioritization levels
• Support Third Party Logistics Distribution Centers and monitor service level agreements for Wholesale shipments
• Manage Wholesale Return Authorizations
• Maintain Wholesale customer master in conjunction with Accounts Receivable and Vendor Guidelines
• Communicate and coordinate with internal departments to meet customer expectations
• Partner with Accounts Receivable to manage, mitigate, and investigate chargeback claims
• Adhere to precision, quality, and timing standards to ensure the best-in-class service
• Detail oriented with strong ability to multitask
• Excellent communication skills, written and verbal
• Thrive in a fast-paced environment
• Strong analytical and problem-solving skills
• Knowledge in Microsoft D365 and NuOrder a plus
• EDI Order Management
• High level of professionalism

Requirements

• Bachelor’s degree preferred
• Strong computer skills
• Detail oriented with strong ability to multitask
• Excellent communication skills, written and verbal
• Thrive in a fast-paced environment
• Strong analytical and problem-solving skills
• Intermediate Excel skills
• Knowledge in Microsoft D365 and NuOrder a plus
• EDI Order Management
• High level of professionalism

Rules we live by

• Be a Good Human - Be original, be authentic. Stand for diversity, equitability & inclusivity.
• Have No Fear - Innovate, solve problems
• Own Every Decision - Work together, get results
• Quality Matters – Not only with product but we see it in our people
• Make Sh*t Happen - Be disciplined, be competitive

Benefits

• Paid Time Off
• Clothing Allowance
• Generous Employee Discount
• Paid Parental Leave
• Membership to Calm and access to other wellness benefits
• Medical, dental, vision and ancillary benefits
• 401k

rag & bone is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.